Good afternoon,
I am creating this thread to see if it is possible to create additional end states for the Conversations within the "
Virtual Agent Analytics App?" Currently, I am trying to determine the non-routed and successfully handed off agent conversations. As of right now, the successfully transferred conversations can be filtered from the topic we have created. Also, we have a conversations data table that houses this information by filtering by "Live Agent Transfer Time." Although this is the correct information, we are hoping that a quick identifier could be created in the Virtual Agent Analytics App.
If any assistance could be provided it would be greatly appreciated.
